Viator Reviews

Name: Viator
Address: 360 3rd St #400, San Francisco
Rating: 2.14

2.1 Rating 1,172 Reviews

28 %

of reviewers recommend Viator

Company Reviews

Questions

Metrics

2.1

Based on 1,172 reviews

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 7%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

888-651-9785

Email:

support@viator.com

Location:

360 3rd St #400
San Francisco
94107

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Mari

Viator 1 star review on 25th January 2025

Colby

Viator 1 star review on 11th January 2025

Douglas Belaire

Viator 1 star review on 5th January 2025

Haydn Thomas

112

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“First they got my name wrong on my tours. They were contacted about this and I was informed that the trip to Machu Picchu and rainbow mountain in Peru sells out and they would have to cancel it and try to rebook and they didn't know if it would be able to rebooked. They told me to just leave it as is and all will be fine. I stupidly agreed. The day before the tour I had not heard about a pick up time or any thing at all. They probably could not contact me because they were looking for a person that does not exist. The real problem occurred when I now call viator they will not help me nor tell me any information because I am not the person listed on the tour. I gave them the credit card number used to pay for it, which is in my name. They said it was the right number but they have it with the wrong name. yet it appears on my billing statement with the right name. Argued with them for hours in my hotel room in Peru with no results. The most ridiculous customer service I have ever dealt with. Would not even try to help me. Just said they would have to launch an investigation. I will never use them again. BEWARE!”

Helpful Report

Posted 3 years ago

“I scheduled 3 events through Viator. One event supplied a pick up time and location. The other two gave no pick up information at all. One I was able to contact to step up the correct information. The second I was given the incorrect pick up information and lost $100 for the event and $12 cost of transportation to the incorrect pick up location. Call the company and purchase the event yourself. Don’t use a secondary company!!”

Helpful Report

Posted 3 years ago

“Here is what happened to me with Viator. I booked a Nile cruise through them. They use another tour operator to book the cruise. Today, 2 days before my cruise, I was told the tour operator cancelled my booking. I called Viator customer service, to find out what happened. I spoke to Neila. She told me she would call the tour company and find out what happened. In less than 1 minute, she got back to me. She told me that the cruise was cancelled because of significant global events. I even got a email to that effect. Somehow, our call got disconnected and I had to call back. I spoke to someone else. I wish I had her name, she was good. After a couple of minutes on hold for her to find out what happened, she told me that the tour company accidentally cancelled my booking. I would have to cancel my booking and rebook at a higher price. I decided to cancel. I understand that it was not Viator who screwed up the reservation. Neila lied to me not only by voice, but with an email as well. All she had to do was to call the tour company, to find out what really happened. Instead, she put me on hold for less than 1 minute and told me this B.S. story. Not only was I disappointed about the trip, but Neila lying about it, that was a slap in my face. If Viator employs such dishonest people like Neila, maybe this is not the tour company to use.”

Helpful Report

Posted 3 years ago

“They cancelled in me in the same day as the excursion and then said there was no refund. Don't do business with this company!”

Helpful Report

Posted 3 years ago

“Worse company I’ve ever dealt with. I do not recommend and will never book with them again. My friends and I purchased a ATV, zip line and cenote your for Saturday morning. There was no communication prior to me reaching out to the company to see when we would be picked up. No one arrived at said time so I called again. They said the van was caught in traffic and were running late. Over an hour later, no word from the company so I called again. They then came up with an excuse that the van had water damage and weren’t going to make it to us but were going to try to schedule us for the next day. Never heard back from anyone after that until I returned home from the trip. An email was sent saying they were going to submit a partial refund for their error! A partial refund? I never received a service from these people and the incident was completely their fault and I should be refunded entirely. Needless to say, I disputed with my bank and since my bank contacted them to clear up the issue, they sent another email asking me why I thought I should receive a refund. I have replied on several occasions and they have stopped communication. I will be sure to tell everyone I know of this despicable scam of a business.”

Helpful Report

Posted 3 years ago

“Unreal. We stayed 5 days in Iceland and booked a blue lagoon tour w these guys on day 1. Tour scheduled for day 5 at 9am. 12 hours before pickup they canceled with no information. No time for us to reschedule another tour so we did not get to visit blue lagoon on our trip. When we called the company we were on hold for hours only to be hung up on twice. I understand things happen, but we could have booked with anybody. The late notice is what really hurt. We were really screwed over with no explanation and given no chance to fix this. If you’re reading this review, I would strongly recommend trying to book with a different company”

Helpful Report

Posted 3 years ago

“Disappointed as I ordered through trustpilot and should have booked direct with the tour. Made a mistake with the date and notified immediately but would not change date. Not the sort of company I will deal with again!”

Helpful Report

Posted 3 years ago

“We spent $200 a piece for a glacier tour in Anchorage. Our guide Sami was seriously ignorant. 75% of what came out of her mouth was incorrect. Her verbal diarrhea for 6 hours was maddening. Nothing about Alaska, but plenty about her dog, wedding and AWESOME stuff. Did you know they use guns to start avalanches and Alaska became a state in 1954? Run away…don’t waste a beautiful day with this low rent operation”

Helpful Report

Posted 3 years ago

“DO NOT USE THIS COMPANY!!!! Scammed me for my money and lied to me NUMEROUS times. I tried disputing a charge with them and told them MULTIPLE TIMES to PLEASE escalate my issue to a supervisor. They told me three separate times over a WEEK PERIOD they escalated it when I chatted with them through whatsapp. I called a week later and they told me MY ISSUE WAS NEVER ESCALATED! I was lied to multiple times and when the local vendor denied my refund, they wouldn't refund my money and they offered my a $25 gift card for my next experience. Why would I want a gift card when im disrepected and lied to?? And how can they not issue me a refund when I PAID THEM DIRECTLY???? This company is a joke and steal your money; stay farr away.”

Helpful Report

Posted 3 years ago

“Viator is a scam.”

Helpful Report

Posted 3 years ago

“Very disappointed to discover that we effectively paid 40% above the actual cost of a tour ie £21 instead of £15 per person. This seems excessive especially as we booked within 24 hours so wouldn’t benefit from cancellation cover etc. I would book direct with the company in future. The actual advertising and booking process was fine and the tour of Punk London was excellent.”

Helpful Report

Posted 3 years ago

“this is the absolute most frustrating and worst working website I've ever tried to post anything, not to mention ugly. I want Tripadvisor, not whatever this is.”

Helpful Report

Posted 3 years ago

“I booked a trip to the Grand Canyon and the bus was an hour and 40 minutes late causing me to miss most of the helicopter tour, all of the pontoon boat on the Colorado river and lunch. I have tried several times to get someone on the phone to dispute the charge but get no return calls and im constantly left on hold. I asked to speak to a manager several times and got directed to the website. Poor customer service.”

Helpful Report

Posted 3 years ago

“I was so frustrated! I spend 300$ on ziplining, and snorkeling. Because of the weather our driver would not take us! He canceled that night and yes I am aware the cancellation for refund is 24 hours. But in a situation like this, I didn’t know until a few hours before! So 300$ down the drain. I would never recommend this company, they won’t help you. They’ll make you wait 30 minutes on the phone, then another 2 days, just to tell you, “sorry no refund”. I wish they lighten up just a bit, because some situations aren’t chosen. There was another lady who reviewed, her son got sick on the activity and was throwing up. She of course had to leave, and wanted a refund to rebook and of course, viator won’t. Not even in situations where it can’t be helped. Ridiculous.”

Helpful Report

Posted 3 years ago

“We booked a Banff gondola Ride for 6. 3 adults and 3 children. Viator charged us 100$ more than we would have normally paid. We tried unsuccessfully to have a refund for the extra charge.”

Helpful Report

Posted 3 years ago

“I have written 4 reviews in the last week however none of them appear here. Strange!!!!!”

Helpful Report

Posted 3 years ago

“I BOOKED THE SUNSET CRUISE IN HAWAII THRU VIATOR TO CELEBRATE OUR 4TH OF JULY (2021) MARRAIGE ANIVERSARY AND VIATOR WEBSITE SAID THEY WILL SERVE 3 COURSE DINNER BUT WE FOUND THAT SUNSET CRUISE GAVE US ONLY LITTLE SNACK. I TALKED WITH CRUISE MANAGER MR ALEX HE SAID HE IS GOING TO COMPLAIN TO VIATOR. ALSO HE SAID THAT I BROUGHT COCKTAIL CRUISE. I HAVE THE DOCUMENTS THAT VIATOR WEBSIDE SAID IT IS 3 COURES DINNER AND IT CAN BE UPGRADE TO 5 OR 7 COURSE, SO MANAGER LIED I FOUND OUT THAT LOT OF WAS CHEATED LIKE THAT. I THINK SUNSET CRUISE IN HAWAII AND VIATOR BOTH ACTED TOGETHER TO CHEAT THE PEOPLE. MANAGER SAID IT IS COCKTAIL CRUISE BUT NO COCKTAIL WAS SERVED. I SAW LOTS OF TABLE WAS EMPTYIN OUR FLOOR SO BOTH VIATOR AND SUNSET CRUISE TRY TO TRICK THE PEOPLE TO BUY WITH WRONG WEBSITE INFO AND CHEAT THEM AND I BECAME ONE OF THE VICTIM. PLEASE NO ONE DO NOT FALL IN THIS TRAP. I WILL FIND HAWAII GOVERNMENT CONSUMER PROTECTION AGENCY AND COMPLAIN”

Helpful Report

Posted 3 years ago

“Booked a tour to visit cemeteries and gravesites in New Orleans. When we got to New Orleans, we found out the cemeteries are all closed, and you cannot visit. Called Viator and they refused to refund, saying we can stand and look through the gates while the tour operator tells us about the cemetery. That is not what we purchased. Viator had our money and simply did not care. Very dishonest company with extremely poor customer service. I will never use Viator, or their parent Trip Advisor again.”

Helpful Report

Posted 3 years ago

“I contacted customer service to clarify when I would receive my 10% coupon for subscribing to your email. The rep was very condescending and had no idea what to say. She had no knowledge of what coupon I was referring to which is clearly indicated on the front page of your website. She said she was not aware of the promotion. When I asked to be connected to her manager she stated that was not possible. There was no one on-site who I could speak with. She never offered to have someone contact me. As far as I am concerned, your training of staff members needs to be reviewed and updated. Otherwise you will lose more clients than you want. I will not be using this website again.”

Helpful Report

Posted 3 years ago

“My husband and I booked this because we wanted to do an airboat tour in the Everglades and the millionaire cruise. While we enjoyed both excursions, I would 100% recommend booking them on your own and not through this company. Communication is terrible, and logistics were a nightmare. When we first arrived to the biscayne market, we couldn’t find where to board our bus. There was no sign, and when we stopped at the Island Queen booth (where we were told to go) she told us she didn’t know. We had to call the main Miami Gray Line office to figure it out, which took 10+minutes. Then, after our Everglades adventure, no one told us where to pick up our cruise. We were on the bus for more than two hours because the driver chose to drive past the port to drop people off in their south beach hotels. He kept breaking and gassing, creating a whiplash effect .. again, for two hours. When we arrived back at the port, we went back to the island queen booth. The woman told us my name wasn’t in the system. Again, we called Miami Gray Line again AND texted Víator. The lady from Miami Gray Line mentioned that the driver should have told us where to go. Clearly he didn’t (reminder: incredibly unpleasant drive). It took her 25+ minutes to figure it out (she kept telling me to find Terry — how am I supposed to know who Terry is??) Meanwhile Víator texted us back with the address we were already at??? And said Miami Gray Line sent me an email?? The address is for Biscayne Market, which has 4-5 cruise lines housed there. We were never told which we’d be on. Finally, the Miami Gray Line told us to GO BACK TO ISLAND QUEEN. The girl there finally scanned our ticket and we were able to board. Víator was ZERO HELP. It was also downpouring during this. We got the feeling they were trying to rip people off — most people would not have gone through what we did to get on the cruise. They would have either left or bought another ticket. Again, the excursions were cool, just save yourself the hassle and book a rental car to go to Everglades Holiday Park and buy your own boat cruise.”

Helpful Report

Posted 3 years ago

Viator is rated 2.1 based on 1,172 reviews